• Work closely with management to define and plan projects and programs within the Technical Support area to achieve organizational objectives.

• Ensure customer support teams have adequate resources, tools, expertise, and training to carry out their responsibilities effectively.

• Define and implement technical and quality standards, best practices, and performance goals by developing and refining processes and procedures.

• Collaborate with stakeholders across Customer Support and other departments, as well as management, to identify and address issues and gaps in customer support operations.

• Provide coaching, mentoring, and development opportunities to customer support engineers to foster a culture of creativity, high service quality, and continuous improvement.

• Actively participate in problem-solving initiatives related to customer support operations, working to streamline processes and enhance customer satisfaction.

• Oversee the generation of reports and analysis on customer support metrics, providing insights for strategic decision-making.

• Drive continuous improvement initiatives within the customer support department, identifying areas for enhancement and implementing solutions.

• Attends events and travels to customer sites as necessary

• Performs Technical Support tasks.

• Performs other duties as assigned.

Required:

• Bachelor’s degree in biomedical engineering, computer science, information technology, or related field

• Proven experience in customer support leadership roles, with a track record of improving processes and achieving customer satisfaction goals.

• Knowledge of CRM software and customer support tools.

• Advanced English both written and oral 

• Willingness to travel and work overtime and weekends as required

Valuable:

• MSc in Quality and Operations Management

• MSc in Business Administration

• Passionate about making a difference, gifted with a can-do attitude.

• Reliable, Responsible, and Respectful.

• Good communication and presentation skills.

• Ability to adapt and work effectively within a rapidly changing and growing environment.

• Entrepreneurial spirit with the hunger to succeed; act with a founder’s mindset: have urgency, grit, be adaptable to change, and push boundaries.

• Analytical mindset with the ability to interpret data and make informed decisions.

• Demonstrated leadership skills, including coaching, mentoring, and team development.

• Team player, collaborative, innovative, get things done.

• Show initiative in setting and meeting goals within an environment of managed change.

• Ability to work under pressure, responsible for multiple vital tasks in parallel.

• Commitment to quality. 

• Competitive salary in the sector (according to your experience/skills)
• 26 vacation days per year + 24th and 31th of December
• Fully stocked kitchen (Coffee, organic fruits, snacks, and beverages)
• Flexible working hours
• Hybrid work
• Private Health insurance
• Professional development and collaborative environment
• Incredible office in Barcelona in Av. Tibidabo
• Team Building events.